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International Journal of Computer Trends and Technology (IJCTT) – volume 12 number 3 – Jun 2014
How to Track
Online Service Level Agreement
Anuradha Rana#1, Pratima Sharma*2
#
Computer Science & Engineering, Maharshi Dayanand University
Advanced Institute of Technology & Management
Palwal, India
Abstract— SLA (Service level agreement) is defined by an
organization to fulfil its client requirements, the time within
which the deliverables should be turned over to the clients.
Tracking of SLA can be done manually by checking the status,
priority of any particular task. Manual SLA tracking takes time
as one has to go over each and every task that needs to be
completed.
For instance, you ordered a product from a website and you are
not happy with the quality of the product and want to replace the
same on urgent basis, You send mail to the customer support
department, the query/complaint will be submitted in a queue
and will be processed basis of its priority and urgency (The SLA
for responding back to customers concern are listed in the policy).
This online SLA tracking system will ensure that no
queries/complaints are missed and are processed in an organized
manner as per their priority and the date by when it should be
handled. The portal will provide the status of the complaints for
that particular day and the ones which have been pending since
last week. The information can be refreshed as per the client
need (within what time frame the complaint should be
addressed).
Keywords— SLAtracking,Priority,Request,Complaint,
Scheduling,Resource, Quality
relationships). Contracts between the service provider and
other third parties are often (incorrectly) called SLAs –
because the level of service has been set by the (principal)
customer, there can be no "agreement" between third parties;
these agreements are simply "contracts."
A. Motivating example
Job A:
Duration: 2hrs
Deadline: 4hrs
Priority: 200
Job B:
Duration: 2hrs
Deadline: 2hrs
Priority: 100
fig.1 An Example of this type of scheduling the problem the scheduler
cannot manage. Out of the three job attributes of durtion, deadlines and
priority the scheduler only uses the priority in making decisions.
In the example there are two jobs to be run. Both the jobs have
same duration of 3 hrs. Job A has to be completed within 3hrs
and Job B is worthwhile to the owner if and only if it is
completed within 2hrs.Currently, job have no way to specify
the temporal constraints. Instead the scheduler simply uses the
priority value of jobs in determining which job is to run first.
In this case, Job A would be run first because of its higher
priority values, job B would miss it deadline. An SLA can be
considered a legal binding contract that specifies the terms
and levels of service. The parties of an SLA can be
distinguished into providers and consumers of a service. The
terms are agreed upon between service providers and
consumers.
I. INTRODUCTION
Online Service Level agreement offers the benefit of costcutting to enterprises by online-allocation of work because cost
depends on whenever and for how long the resources are
required. Although cost-effective, this latest technology affects
customary Security and trust mechanisms employed by these
enterprises. Other than trust, there are few other sources that
offer reimbursement in case there is a breach of mutual
agreement. These may include court action or insurance B. Performance Metrics used in SLA
protection. Of the different ways of establishing trust, the most
important is security. Another component of online trust is Service level agreements can contain numerous service
reputation. Trust is also related to brand name and image.
performance metrics with corresponding service level
objectives. A common case in IT service management is a call
II. MEANING OF SERVICE LEVEL AGREEMENT
center or service desk. Metrics commonly agreed to in these
A service-level agreement (SLA) is a part of a service cases include:
contract where a service is formally defined. In practice, the
term SLA is sometimes used to refer to the contracted delivery
 ABA (Abandonment Rate): Percentage of calls
time (of the service or performance).
abandoned while waiting to be answered.
A service-level agreement is an agreement between two or
 ASA (Average Speed to Answer): Average time
more parties, where one is the customer and the others are
(usually in seconds) it takes for a call to be answered
service providers. This can be a legally binding formal or an
by the service desk.
informal "contract" (for example, internal department
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International Journal of Computer Trends and Technology (IJCTT) – volume 12 number 3 – Jun 2014



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TSF (Time Service Factor): Percentage of calls
answered within a definite timeframe, e.g., 80% in
20 seconds.
FCR (First-Call Resolution): Percentage of incoming
calls that can be resolved without the use of a call
back or without having the caller call back the
helpdesk to finish resolving the case.
TAT (Turn-Around Time): Time taken to complete a
certain task.
MTTR (mean Time to recover): Time taken to
recover after an outage of service.
Uptime is also a common metric, often used for data
services such as shared hosting, virtual private servers
and dedicated servers. Common agreements include
percentage of network uptime, power uptime, number of
scheduled maintenance windows, etc. Many SLAs track
to the Information Technology Infrastructure Library
specifications when applied to IT services.
C. Why SLA is Important
A good SLA is important because it sets boundaries and
expectations for the following aspects of service provisioning.
• Customer commitments. Clearly defined promises reduce the
chances of disappointing a customer. These promises also
help staying focused on customer requirements and assuring
that the internal processes follow the right direction.
• Key performance indicators for the customer service. By
having these indicators established, it is easy to understand
how they can be integrated in a quality improvement process.
By doing so, improved customer satisfaction stays a clear
objective.
• Key performance indicators for the internal organizations. A
SLA drives internal processes by setting a clear, measurable
standard of performance. Consequently, internal objectives
become clearer and easier to measure.
• The price of non-conformance. If the SLA has penalties,
non-performance can be costly. Therefore, by having penalties
defined, the customer understands that the provider truly
believes in its ability to achieve the set performance levels. It
makes the relationship clear and positive.
III. DESIGN OF SLA
A. Current State
The process of SLA management in a customer care
department is manual which is done by browsing the
emails or queries received from the users/clients. There
was no way to get the mails/queries prioritized. This leads
to overlooking of urgent requests by the users when the
inflow of requests is more thus having financial
implications on the department for missing the SLA of that
particular request.
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B. Future State
In order to prioritize the things, this project will help the
department in getting the request which is nearing its
expiration or SLA miss. The system is designed keeping in
mind the priorities of different requests. The emails were sent
to a common mailbox which was manually checked by a user
accessing that mailbox. Below were the steps taken to get to
the proposed solution:
1. The request or emails were categorized basis or
urgency and type of request.
2.
4 priorities were defined for the requests which are
Critical 1 hour, High 4 hour, Medium 1 day and Low
3 day.
3.
Due Date was added for every request that is
received and a counter was set in all the requests
which will count the days since the day it was created.
4.
Different queues were setup as per the priority of the
request so they fall under their respective priority.
5.
The number of requests which are about to miss SLA
will show up on the web portal in the following
manner.
C. Dummy Data used in Prototype
In this implementation, we have used the experimental or
dummy data as an example as this is related to SLA
Management System for MCF
1. Complains like water supply, connection, map
revision, general questions are lodged in MCF
2. We have divided these complaints in 5 categories
which will be worked upon depending upon the time
it takes for processing the same
3. This Online SLA system will track the status of
complaints, assigned status of these complaints is as
follows
Critical, High, Medium, Low, Planned
4. Map revision, Tube well, Street Lights, etc will come
under Planned Resolution as these require a lot of
time in approval process and implementation.
Similarly, different types are categorized as per the
work
5. As user will logon and register any complaint or
question, a unique number will be assigned to each
complaint and as per the subject/ detail of the
complaint the administrator will assign category to
that.
6. After assigning the category, it will be kept in a
queue for processing until it is assigned to executive
who is responsible for handling that
7. Till the time it gets assigned to their id and name, the
clock will monitor the Date the complaint was
registered and the time. If it is Critical that needs to
be done in 1 working day, high will be 2 working
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International Journal of Computer Trends and Technology (IJCTT) – volume 12 number 3 – Jun 2014
days, Medium will be 3 working days and Low will
be 5 working days.
8. SLA management portal will monitor the time and
show the complaint with its name and id which is
about to miss the completion date
9. This portal will then help MCF to keep track of
Critical, on-critical complains within completion
time.
10. This will enhance people satisfaction and help MCF
also to keep track of unassigned complaints.
G. SLA Reporting
SLA Reporting is the main page. When you open Online
SLA Tracking, on this page you will contain three buttons
Change Priority Mapping, Prepare SLA File and Enter
Request Data. One Blue Button that is for Show Report.
Fig.4. SLA Reporting
H. Priority matrix
When we click on the button, Change Priority Mapping,
it opens the Priority Mapping sheet,
Fig. 1 No of Request miss
D. How Online SLA Works
Online SLA will allow the management to monitor the
contribution of the various members in their team. To
gauge exactly how well a team is performing overall,
Online SLA allows you to capture and report specific data
points for each individual within the team, thus providing
a "snapshot" of performance.
E. Benefits of using Online SLA include:
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Request is categorized on basis of priority
Ability to identify and correct negative trends
Measure efficiencies/inefficiencies
Ability to generate detailed reports showing new
trends
Saves time compared to running multiple reports
Gain total visibility of all systems instantly
Fig 5. Priority Matrix
I. Enter Request Data
When you click on Enter Request data, it displays the
database.
Fig 6. Database(Enter Request Data)
F. Flow Of Solution
J. Calculate SLA
Requests
When we click on the button, Calculate SLA, it internally
calculates the SLAs, based on the Priority & the Creation
Date.
Create Date
Priority
SLAReport
Feedback
Analysis
Fig 6. Database (calculate SLA)
Fig 3. Flowchart of SLA reporting
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International Journal of Computer Trends and Technology (IJCTT) – volume 12 number 3 – Jun 2014
ACKNOWLEDGMENT
When we click on the button, BACK, it will again bring
us back to the Main Page.
K. Create SLA File
When we click on the button, Prepare SLA File, it will
generate 2 types of files:
1. SLA file(s) – out_file.csv & out_file_detailed.csv
2. Settings file – Which provides the folder path of the
SLA file(s). This Settings file will be used by the
View exe later
L. SLA Files
This Report view contains 2 parts:
1. Overview,
REFERENCES
Fig 7.Overview File
2.
[1]
Detailed View
Fig 8. Detailed File
IV. CONCLUSIONS
SLA monitoring will help MCF to build stronger relationships
with the customers/people who come for their work , this will
also increase the satisfaction not only for the MCF employees
but for the people also. This project is a real time example of
implementing the service level management as the problem
which was foreseen month back can now be resolved with this
solution. Every time people have to come at MCF they are
hesitant for completing a task as they have to struggle for their
complaints, requirements, other needs, etc but with this
system/project if implemented and taken into consideration by
MCF will help MCF and people to have better understanding
of the work, processing of tasks on time, better relationship as
this will eliminate third party indulgences for having work
completed. If implemented on larger scale connecting all the
facilities provided by MCF it will prove to be a boon for
people.
A. Future Scope
If this prototype is implemented connecting all the MCF of
the different states, they will be able to communicate better
and will have access to information of the people. The same
system can be implemented in other government departments
thus helping them to develop healthy relationships and better
service to the people.
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I would like to place on record my deep sense of gratitude to
Dr. Deepti Sharma Head of department of Computer Science
and Engineering, for her generous guidance, help and useful
suggestions.
I express my sincere gratitude to Asst. Prof. Miss Pratima
Sharma, Dept. of Computer Science and Engineering, for her
stimulating guidance, continuous encouragement and
supervision throughout the course of present work. I also wish
to extend my thanks to Mr. Mahesh Singh and other
colleagues for attending my seminars and for their insightful
comments and constructive suggestions to improve the quality
of this research work.
I am extremely thankful to Dr. R.S.Chaudhary Director for
providing me infrastructural facilities to work in, without
which this work would not have been possible.
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